Eduardo Napoles
Las Vegas
Summary
My name is Eduardo Napoles, I was born in New York, and currently reside in Las Vegas, Nevada. I flourish in environments that allow me to take on high-responsibility roles, opportunities to help others, building of authentic bonds with clients, taking leadership, and being myself while maintaining a professional image at all times. Throughout all of my endeavors so far, I've been blessed enough to notice that being myself, and showing empathy; has led me to success.
Overview
14
14
years of professional experience
Work History
Scheduling and Dispatching
Mad Dash, Inc. (Contractor For NV Energy)
05.2020 - Current
- Set up emergency/routine appointments with customers.
- Completed logs and reports detailing production data such as volume, materials used and quality assurance results, helping management make accurate operational decisions.
- Input data in Salesforce to create updated status reports.
- Developed strong working relationships with management and executive team through effective scheduling and communication skills.
- Developed and maintained automated tracking systems, hard copy files and records to enhance office workflows.
- Worked with customers to understand needs and provide excellent service.
- Carried out day-to-day duties accurately and efficiently.
- Actively listened to customers, handled concerns quickly and escalated major issues to be dispatched for emergency service.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Coordinated responses to emergencies by dispatching vehicles and bringing in additional personnel.
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
Night Audit Supervisor
Topping Rose House
04.2013 - 10.2019
- Generated daily reports to keep leadership informed about arrivals, departures and overall occupancy.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly and marking discrepancies.
- Kept accounts in balance and ran daily reports to verify totals.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive and welcoming.
- Collaborated with team members to handle guest requirements from check-in through check-out.
Front Desk Supervisor /Night Auditor
Southampton Inn
04.2011 - 12.2013
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Kept accounts in balance and ran daily reports to verify totals.
- Updated customer accounts with add-on room charges, minibar use and room service bills.
- Trained and mentored staff on procedures, service standards and productivity strategies.
Education
Associate of Applied Science - Business Administration
Suffolk County Community College
Selden, NY05.2013
High School Diploma -
Westhampton Beach High School
Westhampton Beach, NY05.2005
Skills
- Bilingual (English & Spanish)
- Progress Tracking
- Customer Needs Assessment
- Decision Making
- Data Gathering
- Problem Solving
- Quality Assessment
- Upselling
- Microsoft Programs
- Opera PMS
- Micros PMS
- Salesforce
- ESC Dispatch Software
- Microsoft Office
- Dispatching Workers
- Call Center Supervision Experience
Timeline
Scheduling and Dispatching
Mad Dash, Inc. (Contractor For NV Energy)
05.2020 - Current
Night Audit Supervisor
Topping Rose House
04.2013 - 10.2019
Front Desk Supervisor /Night Auditor
Southampton Inn
04.2011 - 12.2013
Associate of Applied Science - Business Administration
Suffolk County Community College
High School Diploma -
Westhampton Beach High School
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